Vodacom – Approved Complaint Resolution Not Honoured After Months

I am extremely frustrated with Vodacom’s handling of a complaint that has now been ongoing for months, despite the matter having already been investigated and resolutions being approved by Vodacom’s Complaints Resolution Officer, Thato Makoti.

The approved resolution was for:

- R3,240 to be credited to my account as the difference relating to the deal that Vodacom failed to honour; and - R1,300 in cash to be provided to me so that I could purchase the items that were missing from the original deal. - Due to the length of time this matter remained unresolved, the April and May instalments were also supposed to be waived/reversed.

However, after months of waiting, I have now checked my Vodacom bill and discovered that Vodacom has only credited my account R2,168.99 instead of the approved R3,240.

When I queried this, I was told that Vodacom deducted the May instalment of R869.01 from the R3,240 credit. This is completely unacceptable because the May instalment was a separate issue that was supposed to be waived, and it should not simply be deducted from the separately approved R3,240 resolution.

Even more concerning, Vodacom has apparently also taken the R1,300 cash amount from the credit balance on my account. This was also separately approved and was specifically intended to compensate me for the items that were missing from the deal.

In other words, Vodacom has effectively taken separately approved resolutions and combined/offset them against one another instead of honouring each commitment individually.

I contacted Vodacom Customer Care again and spoke to an agent named Mpho on Saturday, 29 August 2026. He escalated the matter and advised me that I would receive feedback by 1 September 2026.

Today, 1 September, I received another call from the same agent advising that the matter is now sitting with the back office. He was unable to tell me how much longer it would take to resolve.

This is completely unacceptable.

I have already waited months for Vodacom to implement a resolution that was approved by its own Complaints Resolution Officer. I should not now have to continue chasing Vodacom and waiting indefinitely for an internal back-office department to correct an error that should never have occurred in the first place.

I am requesting that Vodacom immediately:

1. Honour the full approved R3,240 credit without deducting the May instalment from it; 2. Provide the separately approved R1,300 cash amount for the missing items; 3. Reverse/waive the April and May instalments as previously agreed.

The fact that I am still having to fight for resolutions that were already approved by Vodacom is unacceptable.

I expect Vodacom to take accountability, honour the commitments made by its Complaints Resolution Officer, and resolve this matter urgently.